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Thread: Arvixe Review - For resellers
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02-03-2012, 05:14 PM #1Newbie
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Arvixe Review - For resellers
Hello,
I have been planning to write about arvixe for quite some time
on quality of their support these days. However I refrained from last
5 to 6 months, just give them another chance.
However now I think it is point where you don't have any choice but
to vent your frustration, and this is a nice place so here it goes.
I joined arvixe in 2009 and for two years, there weren't much
issues - support was always slow but manageable until now. Server
uptime was great (infact never went down for al-most two straight
years), doing great still, even though I have suffered a 24+ hours
downtime due to some chk disk problem.
However that doesn't bothers me, the main issue is their support
because it is so much overwhelmed these days, you will be lucky to
get a response from them in 24 hours through ticket.
Here is a small example of my 2nd last ticket to them:
======================================
My ticket:
---
Posted on: 25 January 2012 02:57 PM
Hello,
I am getting an internal server error while opening the following
page:
http://www.someexampledomain.com/
HTTP Error 500.0 - Internal Server Error
The page cannot be displayed because an internal server error has
occurred.
... spedific details about the error etc ...
Kindly check the issue.
======================================
Now guess when I get a response to this:
******
Posted on: 26 January 2012 05:46 AM
Hello,
Please let me know if this is hosted on your reseller or VPS
account, also, what script is it that you have installed on this
site?
Thank you
******
So after a day and a half, they can not even determine if the
domain given in the ticket is on reseller or on the VPS????
Can't they do something and check the IP of the domain to determine
if this is reseller or vps
So I just moved that account to another of my servers.
My last ticket I sent to them was downtime in vps server:
03 February 2012 10:54 AM
And after 6 hours and 2 chats with their chat officers didn't got
any resolution. Although on my 3rd chat Anoop (one of the best chat
officers they have), resolved the issue on the chat (apparently
just the 'named' service needed restarting) - now issue like this
should be resolved in 10 to 15 minutes, but I needed to wait for 6
hours, while on the previous two chats they said admins are working
on the issue, and in 5 hours they were still 'working' and would
have remained on that work for another day or two if I hadn't
started another chat.
Their chat facility is 24/7 which is good only if you find a support staff who knows what he is doing, normally this does not happen and you need to wait until some other chat staff, and another until you find someone who is willing and know how to resolve the issue.
****
These are my experiences, and yet I am stuck with them because I
have some 250 sites hosted with them and with 'websitepanel' I
cannot move them that easily to other hosting companies.
Thankfully I shifted to a VPS / Dedicated solution a lot earlier.
This is a resellers review, don't know how they treat their direct
customers.
Anyway thought to share this with you guys. Hopefully will help
someone decide better, but above all if someone from arvixe
administration is monitoring this, maybe they will look into spending
some money on their support.
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02-03-2012, 05:26 PM #2Web Hosting Master
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It sounds like you stuck it out longer than you needed to but that is no excuse for poor support. I hope your next host will do a lot better for you.
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02-04-2012, 05:38 AM #3Web Hosting Master
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- Sacramento, CA
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Hello,
I'm sorry for the experience that you have. If you have a ticket that needs attention, please feel free to PM it to me. Furthermore, please note that a majority of 500 errors are caused by the scripts themselves. In many cases, the web.config needs to be altered for the 500 error to be fixed. While we will get to all of these problems and requests, we can not provide instant help when it comes to customers' scripts. Especially if there are 250 different accounts that we have to indirectly provide support for under a single reseller account through us.
Regardless, you'll find that when you call, you will be connected with someone from our team very quickly. This is something we've continued to promise throughout our growth and continue to up-hold. Many customers demand help with their scripts which unfortunately delays the general ticket response time. However, through the phone/chat, we can get to non-scripting related requests quickly and resolve them in a timely manner.
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02-04-2012, 07:09 AM #4
Arvixe are a very big company with many customers.
Now would be a good time for you to try some of the smaller hosts. Do you DD (check reviews,etc) first though, of course.HostXNow - Shared Web Hosting | Semi Dedicated Hosting | Enterprise Reseller Hosting | VPS Hosting
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02-04-2012, 05:04 PM #5Newbie
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Thanks Arvand for replying.
Just to let you know if you see my account in 4 years I don't think you will find more than 80 to 100 tickets. I resolve 95 to 99 % tickets myself. 2ndly regarding the 500 error it was a phpviafastcgi handler error. So didn't had provided much insight. It was definitely related with server side.
In contrast I have a php hosting with around 600 accounts in 3 resellers, and sometimes I send them 4 to 5 tickets a day and they reply within an hour, sometimes even less than 5 minutes. Its not HG, but a UK based company and very renowned - also cost is much cheaper then I pay at arvixe for same package. Point is not to start a comparison so I won't name the company. The difference is their staff seem to care, about the customer and not the price customers is paying. Otherwise revise the hosting contracts according to needs you can fulfill easily.
On a lighter note please ask some of your staff (especially Ryan) to update those 'smug looking' snapshots in their posts, especially when they want to convey some bad news like downtime notices - I don't know if its just me or other users feel the same. Maybe run a survey from your forum
Respond if you want to clear something, in any case I will contact you through PM if needed.
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02-05-2012, 01:21 AM #6Web Hosting Master
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Pmed you a response.
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02-05-2012, 01:38 PM #7Web Hosting Guru
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I think Arvand gave a clue
Arvand, I have noticed that you watch these forums like a hawk! If someone post about Arvixe, your response is rapid and oh so nice.
I submit that if you were handling support issues as rapidly as you handle comments on here, you wouldn't be losing customers.
Call me out on this if you wish, but I have a pile of old tickets to back me up.
I don't care to post them, but your support has issues.
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02-05-2012, 02:50 PM #8Web Hosting Master
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We respond to over 1000 tickets a day. I'm sorry but I can't do that all on my own...
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02-05-2012, 02:52 PM #9VPS Hosting Guru
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Yeah, I agree with Arvand man. I also used to be their customer long back. they are very professional. Let Arvand examine the issue and get back. I do agree for the ignorance of the Support tech. But a simple mistake of one staff doesn't mean that the entire organisation is waste.
Have a nice day
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02-05-2012, 03:04 PM #10Web Hosting Guru
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No Body Says You Should or Could
No one said that you should handle that many tickets.
Sadly, in about a year, I have seen only about five different staff giving responses, including yourself.
Assuming that that is close, and that they never sleep, that is still 200 tickets each. Assuming that in reality they have a life, and do sleep, likely a tech is handling 400 tickets each, on some type rotation.
Let me also say, I find it strange that I get emails, that as the ticket has been open for 72 hours, it will be closed.
If it was answered, it wouldn't have been open 72 hours.
Any way, you aren't the worst I've seen, buy far. So chill!
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02-05-2012, 03:16 PM #11VPS Hosting Guru
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I'm sorry to interrupt pal. But have you seen them other than your local time? I usually be online for about 18 hrs a day. I myself know many of the arvixe techs. So, its not fair pal.
http://www.linkedin.com/pub/arvand-sabetian/5/a01/985
See the awards section pal. I won't say that they are the biggest. but they are not medium. So, it is acceptable to receive 1000 tickets. This 1000 also includes many L1 level requests and few major issues.
So far my experience, I got almost instant support from them.
sorry if anything sounds wrong. I didn't meant in any other sense
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02-05-2012, 03:22 PM #12Web Hosting Guru
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Right
Look, we both know it's a storefront. Let us let it go.
So far my experience, I got almost instant support from them.
sorry if anything sounds wrong. I didn't meant in any other sense
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02-05-2012, 03:24 PM #13Web Hosting Guru
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Just Hit My Inbox
This message concerns your ticket #TKJ-xxx-xxxxx. We have not received any response back from you in 48 hours, and would like to know if you consider this issue to be resolved. If you have any further questions, simply respond to this e-mail.
No it is NOT resolved!
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02-05-2012, 03:30 PM #14VPS Hosting Guru
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My friend, I'm really sorry if my words hurt you. i didn't meant to hurt you.
We have not received any response back from you in 48 hours
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02-05-2012, 03:35 PM #15Web Hosting Guru
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Let it be
Look. These guys aren't that bad. You can't do what they do, and not have problems.
Just don't think this is some International power house of hosting.
I have seen the awards. I even threw a few ballots their way.
Let's drop the topic, as I have no need to trash someone who does try, which is more than a lot do.
Just feel that they should put on more staff, considering the volume they have.
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02-05-2012, 03:39 PM #16VPS Hosting Guru
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